Practice Exam 2

Question 1

What is the definition of utlity?

Answer 1

The functionality offered by a product or service to meet a particular need.

Question 2

Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the ? of service consumption.

Answer 2

Outcomes

Question 3

What is the definition of an IT asset?

Answer 3

Any valuable component that can contribute to the delivery of an IT product or service.

Question 4

Identify the missing word(s) in the following sentence. A(n) ? is any component that needs to be managed in order to deliver an IT service.

Answer 4

Configuration item

Question 5

What is the purpose of the ‘relationship management’ practice?

Answer 5

Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Question 6

What is the purpose of the ‘problem management’ practice?

Answer 6

Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Question 7

Identify the missing word in the following sentence. ? management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 7

Incident

Question 8

What is defined as the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services?

Answer 8

Continual improvement

Question 9

Identify the missing word in the following sentence. Service ? management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Answer 9

Level

Question 10

Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google’s G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training’s students?

Answer 10

Service relationship management

Question 11

What term best describes the perceived benefits, usefulness, and importance of something?

Answer 11

Value

Question 12

Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fall and the desired outcome won’t be achieved. What term best describes your manager’s concerns?

Answer 12

Risks

Question 13

Fill in the blank. ? is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.

Answer 13

Guiding Principles

Question 14

You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?

Answer 14

Focus on value

Question 15

Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?

Answer 15

Start where you are

Question 16

Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?

Answer 16

Collaborate and promote visibility

Question 17

During a review of the New Account Creation process at your new company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?

Answer 17

Keep it simple and practical

Question 18

What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?

Answer 18

Automation

Question 18

Which service management dimension is focused on the roles and responsibilities of the people involved in a process’ workflow?

Answer 18

Organizations and people

Question 19

Which service management dimension is focused on the communication systems and knowledge bases used by employees?

Answer 19

Information and technology

Question 20

Which ITIL concept describes practices?

Answer 20

Service value system

Question 21

Which of the following is NOT an activity within the service value chain?

Answer 21

Practice

Question 22

Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?

Answer 22

Obtain/build

Question 23

Management has a set of goals to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continual improvement model are you currently working on?

Answer 23

How do we get there

Question 24

You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?

Answer 24

Normal

Question 25

What is an emergency change?

Answer 25

A change that must be implemented as soon as possible because it is required to resolve an incident or security issue.

Question 26

Who is responsible for approving a change within the organization?

Answer 26

Change authority

Question 27

You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?

Answer 27

Incident

Question 28

Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?

Answer 28

It can provide automated matching of incidents to problems or known errors.

Question 29

What is usually included as part of ‘incident management’?

Answer 29

Scripts for collecting initial information about incidents.

Question 30

You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?

Answer 30

Problem

Question 31

The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents on the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?

Answer 31

Known error

Question 32

How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?

Answer 32

It ensures that users continue to be productive when they need assistance from their service provider.

Question 33

What is an example of an action a service request management employee would undertake as part of the ‘obtain/build’ activity?

Answer 33

Acquiring pre-approved service components to help fulfill service requests.

Question 34

What is true about the service desk?

Answer 34

Service desks should be designed based on your organization, its business processes, and the user requirements.

Question 35

What activity is the main channel for communication and collaboration with users?

Answer 35

Service desk

Question 36

You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is ‘green’ (meaning, we are all meeting the targets). Just then, another executive asks, “If everything is showing as ‘green’, why am I hearing other users complain that the service is always unavailable for use?” What might be the reason for this?

Answer 36

Your supervisor’s data is not based on business outcomes.

Question 37

How does ‘service level management’ contribute to the ‘improve’ value chain activity?

Answer 37

Uses feedback from users about the service and requirements from customers to make the service better.

Question 38

You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?

Answer 38

Engage

Question 39

What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?

Answer 39

Initiating standard changes to fulfill service requests.